Refund policy

At The Heartbeat, we understand that you are welcoming our products into your home during an emotional and deeply important time. We want you and your animal companion to feel completely supported.

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return or invoke our Comfort Guarantee.

🌟 Our 30-Day Comfort Guarantee

We know that every animal processes stress, loneliness, and grief differently. Because of this, we encourage you to let your dog or cat actually use the plush.

If you introduce the plush to your pet and find that it does not help them settle, rest, or downregulate their nervous system within 30 days, we will honor a full refund under our Comfort Guarantee.

  • Condition Exception: For comfort-based returns under this guarantee, the item does not have to be unused or in its original packaging, but it must not be explicitly destroyed or torn apart by heavy chewing.

  • How to Apply: To trigger a Comfort Guarantee return, simply email us at info@thehearthbeat.com with your proof of purchase and a brief note about your pet's response so our team can help you.

Standard Returns (Unused Items)

For all standard returns (e.g., you ordered the wrong size, changed your mind before opening, or bought an extra unit as an un-gifted present):

  • The item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

  • You will also need the receipt or proof of purchase.

How to Start a Return

To start any return, please contact us at info@thehearthbeat.com.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages and Issues

Please inspect your order upon arrival. Contact us immediately at info@thehearthbeat.com if the item is defective, damaged in transit, or if you received the wrong item, so that we can evaluate the issue and make it right immediately.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned:

  • Consumables: Opened or used packs of replacement warming inserts cannot be returned due to hygiene and safety standards.

  • Gift Cards & Sale Items: Unfortunately, we cannot accept returns on sale items or digital gift cards.

Exchanges

The fastest way to ensure you get what you need is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.

European Union 14-Day Cooling-Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, for a standard unconditional return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging, along with proof of purchase.

Refunds

We will notify you once we’ve received and inspected your returned item to ensure it falls under our standard guidelines or our Comfort Guarantee.

Once approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund to your account.

If more than 15 business days have passed since we approved your return and you have not seen the funds, please reach out to us right away at info@thehearthbeat.com.